Sandra Idossou

Good email etiquette boosts customer care

Sandra Idossou  “As much as I like the progress Rwanda is making, there is one thing I really dislike. Why can’t government and private sector officials respond to emails? This problem is a nightmare.  “We often discuss issues affecting development in African countries, but Rwanda is an...

Tuesday, March 22, 2016, 12:00 AM

Customer Service Week: Appreciating service workers

Sandra Idossou Olivia started working after dropping out of school when she was just 17 years old. Life became even harder after she was impregnated at 19 by a gentleman who simply ‘disappeared’ into thin air. At 21, she landed a housemaid job in an expatriate’s home, where she learnt how to...

Tuesday, September 29, 2015, 12:00 AM

Standards key for African businesses' growth

Sandra Idossou Apart from RwandAir, one of the new African airlines I am very proud of is Ecair, the national transporter of Congo Brazzaville. Headed by a super intelligent woman, this airline has grown into a regional transporter opening recently its 12th destination. Today, they pride...

Tuesday, September 8, 2015, 12:00 AM

RRA scam an eye-opener

Editor, Refer to the article, “How revenue paymaster swindled millions of francs” (The New Times, May 20). From what I have read, it is impossible for one person to steal such amount of money alone; I would think that some staff members at RRA were involved in the scheme. I also...

Saturday, May 23, 2015, 12:00 AM

Commitment makes the difference between excellence and mediocrity

Sandra Idossou During one of my morning walks at the Massamba-Debat stadium in Brazzaville recently, I met an impressive and highly motivated group of young people training for the upcoming African Games that will be held in Brazzaville, Republic of Congo in September 2015. The athletes I...

Tuesday, May 19, 2015, 12:00 AM

Poor customer service: Clients must be part of the solution

Sandra Idossou  Feedback is a very critical aspect of improving customer service. Therefore, if we want service providers in Rwanda to offer us better services worth the money we pay, it is paramount they know what we think of their services. Unfortunately, many service providers do not...

Tuesday, February 10, 2015, 12:00 AM

Why CEOs must embrace Twitter

Sandra Idossou During the festive season, a follower tagged @TheServiceMag on his tweet on Saturday January 3 at 6.39am that read: “Someone has called @wasac_rwanda on 0788303849 for water, after a week and response is “come to our office to witness our challenges.” At 11.58am, James Sano,...

Tuesday, January 13, 2015, 12:00 AM

Don't keep what you know to yourself, share it

Fifteen years ago, I and other four people were selected to attend a trainers’ course in France for the Accor hotels in Africa. This was to be the turning point of my career and my entire life as a person. Being a trainer has not been the most financially-rewarding job, but sharing knowledge in...

Tuesday, October 21, 2014, 12:00 AM

To the young African; my tried and tested principles for success

Recently, when I was on vacation in my homeland Bénin, I was privileged to speak to two different groups of young people. The first event was at a Summer University organised by the Bénin Action Pluriel, an association headed by the former United Nations Resident Co-ordinator in Rwanda, Aurelien...

Tuesday, September 9, 2014, 12:00 AM

My service experience during the AfDB meeting

For someone who has been living and working in Rwanda for the last seven years, I have been privileged to witness the giant steps of development in this country. I love the changes that happen every time I travel back to Rwanda. The last one that made me very proud of being part of what is...

Tuesday, May 27, 2014, 12:00 AM

Personal responsibility key to improving service delivery

I witnessed an incredible incident at a public swimming pool recently that made me furious at how irresponsible some people are with their work. That day, a swimming coach was training eight energetic adolescents who were probably from a school or a sports club. Instead of watching over these kids...

Monday, March 3, 2014, 12:00 AM

How your business can create a memorable first impression

Like many people in Rwanda, I am extremely excited when new players in the service industry come onboard. So you will understand why I was in a hurry to visit Kigali’s new ‘in-restaurant’.The Panoramic Restaurant at Mille Collines Hotel has just been renovated and upgraded into a...

Monday, October 28, 2013, 12:00 AM

How your business can create a memorable first impression

Like many people in Rwanda, I am extremely excited when new players in the service industry come onboard. So you will understand why I was in a hurry to visit Kigali’s new ‘in-restaurant’.The Panoramic Restaurant at Mille Collines Hotel has just been renovated and upgraded...

Monday, October 28, 2013, 12:00 AM

World-class service exists in Rwanda, too

With the many initiatives aimed at improve the level of service delivery in the public and private sectors in place, a lot have been said and done. But most times, when we examine the level of the service we still receive, we wonder if we are doing things right. So, are the sensitisation campaigns...

Monday, September 30, 2013, 12:00 AM

World-class service exists in Rwanda, too

With the many initiatives aimed at improve the level of service delivery in the public and private sectors in place, a lot have been said and done. But most times, when we examine the level of the service we still receive, we wonder if we are doing things right. So, are the sensitisation...

Monday, September 30, 2013, 12:00 AM

How you complain makes a difference

Customer service is going to be a ‘hot topic’ in Rwanda for many years to come. Somehow, we are all service providers, one way or the other since we all have something to sell or buy and, therefore, deserve good service.So, complaining about poor service is every consumer’s right...

Monday, August 19, 2013, 12:00 AM

Using social media to improve service delivery

It was very interesting reading the outpouring of hundreds of customers, reacting on social media networks in Nairobi, Kenya recently.The whole buzz started after this tweet: “My brother got arrested five minutes ago. I recommended Artcaffe to him for pastries and he has been a loyal customer...

Monday, July 1, 2013, 12:00 AM

Customer service: We are not there yet, but are on the right track

One of the most frequent questions I have been asked in the past few weeks is whether customer service is improving in Rwanda. When answering the question, I often start by describing the type of service I received in a restaurant when I first came to Rwanda six years ago.As our kitchen was not yet...

Monday, January 14, 2013, 12:00 AM

Consistency is the missing ingredient

For sometime now, customer service is the talk of town and almost everyone has something to say about it. As a result most of the big organisations are offering customer care oriented trainings to their front line staff.Customers now use different fora including social media networks to complain....

Monday, October 1, 2012, 12:00 AM

White socks are only for sports please!

At a recent official ceremony, I was privileged to seat at a place that gave me an excellent view of the front rows where most of the big people and government officials were seated. I couldn’t stop myself from looking at how some were dressed. I was shocked to see a Minister wearing white...

Monday, July 2, 2012, 12:00 AM